Canonical questions
- Why can't you see my account?
- Is this the real Maya?
- How do I get personalized help?
- Why don't you know my deals?
- Why can't you access my savings?
- What is Q&A mode?
- Why is Maya limited on the website?
- Can the web chat see my SMS history with Maya?
- Is the website chat different from texting Maya?
- How do I get full Maya on the website?
- Why does Maya ask me to sign in?
- Can I get personalized recommendations in web chat?
- What can Maya do in web chat without signing in?
- Is this a demo or a limited version?
- How do I start a real Maya session from the website?
- Why doesn't Maya remember my previous messages?
- Can the web chat execute transactions?
- Is there a difference between web Maya and SMS Maya?
- What information does Q&A mode have access to?
- How do I verify my identity on the web?
Gold answer
The website chat has two modes. Before you sign in, it operates as general Q&A — Maya can answer questions about what she does, how services work, pricing, and privacy, but she cannot see your account, saved devices, or personalized deals. On desktop, Say hi to Maya opens this Q&A chat and sends your first question automatically. Answers come from the same Maya assistant (MiMo on the website server)—not a separate demo bot. To get personalized help — specific device valuations, your cell plan analysis, your gas price alerts — enter your phone number in the chat, receive an SMS verification code, and confirm it to start a full session. You can also text or WhatsApp Maya directly to reach her with full context from the start.
Extended Q&A
Why can't Maya see my account in the web chat?
The general Q&A mode does not have access to your session data. Maya's memory is account-specific and requires identity verification via SMS code (OTP). Once you sign in, she has your full context.
Is this a different or limited version of Maya?
Same Maya, different surface constraints. The Q&A mode is a deliberate scope — she can answer questions and guide you to sign in or use another channel. She is not a demo or degraded version; the session simply does not have your account open yet.
How do I get personalized help from the website?
Enter your phone number in the chat when prompted, receive an SMS verification code, and enter it to confirm. That starts a full Maya session where she can access your devices, preferences, and open opportunities.
What can Maya do in Q&A mode without signing in?
In Q&A mode, Maya can answer questions about: what services are available, how pricing and points work, how privacy works, how to get started, how channels work, and general product questions. She cannot access your specific account, device list, or personalized deals.
Can I start fresh from the website without a phone number?
No. Maya's identity is phone-number-based. A phone number is required to start a personalized session from any channel.
Why doesn't Maya remember my previous messages when I return to the site?
Without signing in, the web chat does not persist a session between visits. Once you sign in with your phone number, Maya can reference your account history.
Is SMS or WhatsApp better than web chat?
For most users, SMS or WhatsApp is the easiest starting point because identity is already established by the channel. Web chat is convenient for desktop users or people discovering Maya via the website — it reaches the same Maya once you sign in.
Can the web chat execute transactions or lock prices?
Only in a full signed-in session. Q&A mode is informational only.
Is my web session the same account as my SMS account?
Yes. Your phone number links your web session to the same Maya account you use over SMS and WhatsApp. One account, multiple channels.
What if I don't have a US phone number?
SMS verification currently requires a US phone number. For non-US users, WhatsApp is the recommended channel.